FURIOUS with Thrills casino

[nikantw]

If it's showing on his statement then it is finalised, pending funds don't show like that

I am not from UK, but they do in my country, always on all banks and all kind of cards. Same on Neteller transactions, or any other e-wallet.
Sometimes you can tell there are pending transactions if the available balance is lower than the acc. balance, but the pending ones do show immediately without being finalized.
Maybe it is different in UK.

 

[AC7X]

I am not from UK, but they do in my country, always on all banks and all kind of cards. Same on Neteller transactions, or any other e-wallet.
Sometimes you can tell there are pending transactions if the available balance is lower than the acc. balance, but the pending ones do show immediately without being finalized.
Maybe it is different in UK.

In the UK the available balance reduces but the transactions don't show until they are finalised. With some banks there is a separate screen showing "pending transactions" which have been taken from your available balance but are not finalised. In my case - all of these transactions are showing on the statement as finalised.

 

[colinsunderland]

I am not from UK, but they do in my country, always on all banks and all kind of cards. Same on Neteller transactions, or any other e-wallet.
Sometimes you can tell there are pending transactions if the available balance is lower than the acc. balance, but the pending ones do show immediately without being finalized.
Maybe it is different in UK.

They definitely work like that in the UK.
On all my accounts I have a pending section, which is funds that haven't been processed yet, or the statement side, which means the transaction is complete. Until the merchant voucher is presented they will stay pending, once it is, they are moved over. They will stay pending for 7 days usually (rarely 10) then be removed if the voucher isn't processed

 

[AC7X]

The following is a PM I received from Thrills Rep yesterday at 6:05PM:

Hello, XXXXXX.

Thank you for your message.

We apologize for the investigation taking longer than expected, however, we are certain to have an answer for you tomorrow morning before 10.30 CEST.

We appreciate your patience, XXXXX.

Kind regards,

ThrillsRep

I also received the following e-mail from Thrills Support yesterday at 11:52PM:

Hello XXXXXXXXX,


Thank you for your information.


I have escalated this to our payment department and we will get back to you tomorrow during office hours.


Thank you for your patience and cooperation.


Best regards

Kurt

Support Advisor

Office hours for today have now concluded and I have not received any further correspondence or a refund to my bank account. Completely unacceptable customer service/communication.

Not sure what else to do at this point?

 

[AC7X]

Still no further forward with this bunch of cowboys.

My last two PMs to the rep have been ignored (sent on Wednesday and Thursday). I received the below by e-mail yesterday:

Thank you for your email.


We are in dialogue with our colleagues that are discussing your enquiry with you in Casinomeister, who are in discussion with the payment provider. They are also following this process through.


They are going to contact you shortly, as we would need to see your bank statement with the debit you are referring to and you are more than entitled to cover all other transactions. Please understand, this is required as per our due diligence process.


Our colleagues, who have been dealing with your enquiry so far, are aware of this.


I wish you a pleasant day.


Best regards


Jenny

Team Leader

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No contact, no request for a statement, no explanation as to why the ARNs I provided are not sufficient or what they have done so far. Terrible communication - just generic, meaningless stalling and niceties from the customer service reps.

Be VERY careful when depositing here, ALWAYS check your bank statements afterwards. To reiterate: this casino has stolen £100 extra from my debit card and have not refunded it. They are stalling the "investigation", missing their own deadlines for resolution, and moving the goalposts when it suits them. AVOID AT ALL COSTS.

 

[lockinlove]

I dont think you are supposed to posting private messages in public

 

[bebo67]

That is a huge amount of anxiety over a bank statement? I'm confused in why? You have spent more time stressing out over providing bank statements that Im sure in the scheme of things, they really don't care about your day to day activities. They see them on a day to day basis. Sorta like a Gynecologist, you've seen one, you've seen them all. It could of been solved by now. Makes no sense to me.

 

[Mouche12]

Maybe not, but what about its contents? The OP could have given a summary, but in this instance this thread is not about following the rules here, it's about the casino's deplorable stalling tactics. Let's stay on topic.

 

[Tirilej]

Maybe not, but what about its contents? The OP could have given a summary, but in this instance this thread is not about following the rules here, it's about the casino's deplorable stalling tactics. Let's stay on topic.

I doubt they are stalling. Why would they? They can't just pay it out to him though without anything backing it up. Please don't always assume that it's the casino who is wrong when you don't know.

 

[Mouche12]

Read this part: "no contact, no request for a statement, no explanation as to why the ARNs I provided are not sufficient or what they have done so far. Terrible communication - just generic, meaningless stalling and niceties from the customer service reps."

Why doesn't the casino answer these issues and proceed to refund the OP's bank account?

 

[Tirilej]

Read this part: "no contact, no request for a statement, no explanation as to why the ARNs I provided are not sufficient or what they have done so far. Terrible communication - just generic, meaningless stalling and niceties from the customer service reps."

Why doesn't the casino answer these issues and proceed to refund the OP's bank account?

I don't know, but as I said they can't refund without a bankstatement. They also wrote that he could blank out everything else so he could just send one in.

I have read the thread from the start and I've read people complaints about issues like this now for nine years. It will always be solved at the end but some people have to wait up to 30 days, and he have been given the advice several times in this thread to be patent.
You actually have no idea if he is even telling the truth. You just always choose to side with the player.

 

[Mouche12]

I could say you always choose to side with the casino... which is equally false

 

[goatwack]

I could say you always choose to side with the casino... which is equally false

I think here "You" is meant in the third person, as in "One", or "Everybody"

 

[Tirilej]

I could say you always choose to side with the casino... which is equally false

That's true, and I'm sorry I said that you always do

 

[goatwack]

In which case, as you were lol

 

[AC7X]

That is a huge amount of anxiety over a bank statement? I'm confused in why? You have spent more time stressing out over providing bank statements that Im sure in the scheme of things, they really don't care about your day to day activities. They see them on a day to day basis. Sorta like a Gynecologist, you've seen one, you've seen them all. It could of been solved by now. Makes no sense to me.

A few reasons:

1. It's the principle (there's actually almost nothing on the statement besides the gambling transactions - couple of bits and piece from Amazon and some shopping). I don't recognise THRILLS.COM as an authority with the power to demand sight of such documents.

2. Why am I fixing their problem? I've brought an error to their attention and their position is to demand access to personal documentation; despite my having given them adequate information already to identify and correct that error. They have not even given me the courtesy of explaining why they need the bank statement or what it will prove. It's lazy and incompetent.

3. I don't trust that an online casino operating out of who knows where has robust data protection processes in place or properly trained and vetted staff, to be frank.

I don't know, but as I said they can't refund without a bankstatement. They also wrote that he could blank out everything else so he could just send one in.

I have read the thread from the start and I've read people complaints about issues like this now for nine years. It will always be solved at the end but some people have to wait up to 30 days, and he have been given the advice several times in this thread to be patent.
You actually have no idea if he is even telling the truth. You just always choose to side with the player.

Well, in the first instance they said it had to be un-redacted. Then they said they were investigating with the ARNs I provided. Then they said they needed a statement or they couldn't continue (and would presumably just keep my money). Then they promised it would be resolved the next day. Then it wasn't. Then they said I could send in a redacted statement and that someone from anoother team would be in touch. Then no-one was in touch. And now the same person has been in touch to ask for the statement again. It's absolutely BONKERS.

Also - why can they not refund without a statement? I have given them the ARNs to match against the deposits. If they check they will find that they have five lots of money going into their account but only four lots of money being credited to my player account. Pretty simple, no?

Anyway, you'll be happy to know that I have since screenshotted the bank statement, redacted all other transactions, and sent it to the casino. Although I'm quite sure they will find fault with it.

And to be clear: my belief is that this was a system error and not that the casino deliberately took extra from my card; my gripe is with their seeming inability to resolve what should be a straightforward fix - or really to do anything other than repeatedly request a bank statement. I also 100% believe that if I hadn't checked my bank account immediately after the session and noticed then this money would never have been returned to me or picked up on by the casino. And by extension, I believe this has happened to other players and has gone unnoticed. Check your statements, people.

 

[bebo67]

I cant find fault or argue with anyone's principals.

 

[AC7X]

This is getting laughable.

E-mail sent at 8:09PM on 19 May (emphasis added):

Hello XXXXXX,


Hope this message finds you well.


As per the email I sent you yesterday, could you kindly send us a bank statement with the debit you are referring to, so we could send this forward to our relevant department. Please send this as an attachment in the response to this email.


You are more than entitled to cover all other transactions.


I wish you a nice weekend!


Best regards


Jenny

Team Leader

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So I sent the statement as an attachment in the reply. Begrudgingly. I wake up to this e-mail this morning:


Hello XXXXXX,


Thank you for your email.


We apologize as we do not accept documents to this email address for our customers own security.


As of this we kindly ask you to forward this on to docs@thrills.com


We thank you for your patience whilst we handle this process, should you require any further assistance. Please do not hesitate to contact our dedicated support team available 24/7.


Best regards


Lawrence

Support Advisor

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Nowhere else have I ever dealt with such an incompetent organisation (and my phone contract is with Vodafone, for Christ's sake). I can almost see the funny side at this stage.

So I've sent the statement to the "secure" e-mail address now (why they couldn't have just forwarded it from the "unsecure" address after they already had it baffles me) - so send the damn refund already and let us all get on with our lives, eh?

 

[Tirilej]

That was a bit funny I wonder if Jenny and Lawrence ever have met

I do hope you'll get that money.

 

[zap987]

2. Why am I fixing their problem? I've brought an error to their attention and their position is to demand access to personal documentation; despite my having given them adequate information already to identify and correct that error. They have not even given me the courtesy of explaining why they need the bank statement or what it will prove. It's lazy and incompetent

While Thrills certainly could handle this better, not accepting documents because of wrong email used is just silly, you seem to be under the assumption that they have your money and that it's their problem, when that's just not true. Imagine you put the money in an envelope instead and mailed it to them, and it never arrived. That's what seems to have happened here, the money left your account and didn't arrive at theirs. It happens, and it's going to take a while to find, stop screaming and work with them and it will be solved.

 

[Slottery]

Sometimes just wondering (not really only on this topic, but many have been reading there and then) how drama queens casino players seem to be, with full right that of course Would probably get heart attack quite young age (already i guess) if would be stressing all things what have been "End of the World threads" here... Even though if really want problem to be solved, trying to cooperate with casino who trying to sort out problem even with several things haven't dealt proper way, would at least for me save loads of energy instead of using it for posting here and get more frustrated.... But we all are different and everybody have their own decision.

Hope this and all other issues get sorted and life can continue stress free after

 

[AC7X]

While Thrills certainly could handle this better, not accepting documents because of wrong email used is just silly, you seem to be under the assumption that they have your money and that it's their problem, when that's just not true. Imagine you put the money in an envelope instead and mailed it to them, and it never arrived. That's what seems to have happened here, the money left your account and didn't arrive at theirs. It happens, and it's going to take a while to find, stop screaming and work with them and it will be solved.

I don't think this analogy is correct. The money is not missing in the electronic post; that doesn't happen. As confirmed by my bank. The casino have never stated this to be the case, either; they've just demanded to see my bank statement over and over.

Sometimes just wondering (not really only on this topic, but many have been reading there and then) how drama queens casino players seem to be, with full right that of course Would probably get heart attack quite young age (already i guess) if would be stressing all things what have been "End of the World threads" here... Even though if really want problem to be solved, trying to cooperate with casino who trying to sort out problem even with several things haven't dealt proper way, would at least for me save loads of energy instead of using it for posting here and get more frustrated.... But we all are different and everybody have their own decision.

Hope this and all other issues get sorted and life can continue stress free after

I think most people can relate to the frustration of dealing with companies with poor customer service. I think that is naturally exacerbated when that poor customer service puts you at a financial disadvantage. And all of that is compounded by the fact that I legitimately lost £400 at their casino with very limited playtime/value - so not only was the gambling bender a bad experience but there's been a 3-week hangover of trying to sort shit out.

Also I raise a larger point - this happened to me and I noticed. It will have happened to hundreds of other players over the years, many of whom will not have noticed. This is supposed to be a player advocate forum. Why does this not concern you?

 

[SpinUk]

Sometimes just wondering (not really only on this topic, but many have been reading there and then) how drama queens casino players seem to be, with full right that of course Would probably get heart attack quite young age (already i guess) if would be stressing all things what have been "End of the World threads" here... Even though if really want problem to be solved, trying to cooperate with casino who trying to sort out problem even with several things haven't dealt proper way, would at least for me save loads of energy instead of using it for posting here and get more frustrated.... But we all are different and everybody have their own decision.

Hope this and all other issues get sorted and life can continue stress free after

People get very emotional when money is involved generally, especially on the back of a losing streak.

I dont get why Thrills just wouldnt investigate the ARN without the Bank Statement. The ARN will confirm STP of that payment end to end from the players bank account to Thrills.

They literally need nothing else.

Instead they would not entertain an investigation without a bank statement.

Arrogant much?

Just so you know - a chargeback would cost Thrills about £600 and shitloads of admin to sort out, which wouldn’t be so great when the shoes on the other foot - no?

Hence the OP’s frustration.

 

[Slottery]

People get very emotional when money is involved generally, especially on the back of a losing streak.

I dont get why Thrills just wouldnt investigate the ARN without the Bank Statement. The ARN will confirm STP of that payment end to end from the players bank account to Thrills.

They literally need nothing else.

Instead they would not entertain an investigation without a bank statement.

Arrogant much?

Just so you know - a chargeback would cost Thrills about £600 and shitloads of admin to sort out, which wouldn’t be so great when the shoes on the other foot - no?

Hence the OP’s frustration.

Fully understand frustration but maybe not level of it, but as said, all react these kind of issues individual way. ARN might not always help if payment haven't reach casino but is somewhere in the loop in internet as suggested in few earlier posts as well and if some payment provider at some point on the way is demanding bank statement to investigate matter further, it can be possibly hard to get anywhere without it. Still wouldn't bet my whole years salary that transaction can't bounce back to OP:s account, as in some earlier posts mentioned, it can sometimes take quite a many bank days, depending banks and where it's stuck.

Hope it get solved soonest.

 

[AC7X]

As expected, the bank statement is not acceptable. I sent a screenshot from my online statement (I don't receive paper statements) but it doesn't show my name. That's the way my bank statement is displayed (First Direct).

Is this the time to contact my bank's fraud department to request a chargeback as I am getting nowhere?